Support Portal maintains a centralized contact registry that records every individual who communicates with your organization. Each contact entry consolidates identity information, conversation history, labels, and custom metadata into a single profile, giving agents and supervisors a unified view regardless of which channel the interaction originated from.
Operational objective
The Contacts module addresses three operational needs:
- Identity consolidation — Every inbound interaction is linked to a contact record, ensuring that agents have immediate context about who they are speaking with and what previous exchanges have occurred.
- Proactive outreach — Contacts serve as the starting point for outbound messaging across supported channels, enabling campaign follow-ups, service notifications, or case status updates.
- Segmentation and analysis — Filters and saved segments allow teams to group contacts by geography, activity, labels, or Custom Attributes, supporting targeted workflows and operational reporting.
Accessing the contact registry
Select Contacts from the left sidebar of the Dashboard. The registry displays all recorded contacts in a tabular layout with sortable columns.
Adding contacts
Contacts enter the registry through three mechanisms.
Manual creation
Select New Contact in the upper-right corner of the Contacts screen. The creation interface presents the following fields:
| Field | Description |
|---|---|
| Name | Full name of the individual. |
| Primary email address. | |
| Phone Number | Contact phone number, including country code. |
| Company Name | Organization the individual belongs to. |
Provide the available information and select Submit to save the record.
CSV import
For bulk onboarding — such as migrating a subscriber database from an existing CRM or provisioning system — use the import function.
- Select Import in the upper-right corner of the Contacts screen.
- Choose a CSV file from your local system. The file should include columns for name, email, and phone number at minimum.
The platform processes the file and adds each row as a new contact record. Duplicate detection is based on email address.
Automatic capture
Contacts are also created automatically when an individual provides identifying information during a conversation:
- Pre-chat forms — When a pre-chat form is enabled on a channel, any visitor who submits their details is registered as a contact before the conversation begins. See Pre Chat Form for configuration details.
- Channel greetings — If a visitor responds to a greeting message with an email address, the platform creates a contact record and associates it with the ongoing conversation.
These automatic mechanisms ensure that the contact registry grows organically as your organization handles more interactions, without requiring manual data entry.
Viewing and managing a contact profile
Select any contact name in the registry to open the contact detail panel. This panel presents:
- Identity fields — Name, email, phone number, company, and location.
- Conversation history — A chronological list of all conversations associated with the contact.
- Labels — Any labels applied to the contact for classification purposes. See Labels.
- Notes — Free-text annotations added by agents or supervisors.
Contact notes
Notes provide a mechanism for recording contextual information that does not belong in a conversation thread — such as a summary of a phone call, a record of an in-person meeting, or an internal decision regarding the contact's account.
To add a note:
- Open the contact profile by selecting the contact name.
- Enter the note content in the text field at the bottom of the notes section. Rich text formatting is supported.
- Select Add or press
Cmd + Enter(macOS) /Ctrl + Enter(Windows/Linux) to save.
Notes can be deleted individually if they are no longer relevant.
Outbound messaging
From the contact profile, select New Message to initiate an outbound conversation. The following channel types support outbound contact from the Contacts interface:
| Channel | Requirement |
|---|---|
| Website | Contact must be identified via HMAC verification. |
| A valid email address must be associated with the contact. | |
| SMS | A phone number must be associated with the contact. |
| A phone number with an active WhatsApp account is required. |
This capability is particularly useful for proactive service scenarios — for example, a telecom operator notifying a subscriber about a planned maintenance window, or a government agency sending a follow-up regarding a submitted application.
Sorting contacts
Each column in the contact registry supports sorting. Select the sort icon in any column header to reorder the list:
| Column | Sort behavior |
|---|---|
| Name | Alphabetical |
| Alphabetical | |
| Phone Number | Numerical |
| Company | Alphabetical |
| City | Alphabetical |
| Country | Alphabetical |
| Last Activity | Chronological (most recent first or last) |
Sorting helps agents and supervisors locate specific records quickly — for instance, identifying all contacts from a particular country or reviewing recently active subscribers.
Filtering contacts
The contact registry supports advanced filtering to isolate subsets of contacts based on specific criteria.
Applying filters
Select Filter at the top of the Contacts screen, then choose a filter attribute from the dropdown. The following attributes are available:
| Filter attribute | Description |
|---|---|
| Contact Name | Match by full or partial name. |
| Contact Email | Match by email address. |
| Phone Number | Match by phone number. |
| Contact Identifier | Match by the platform-assigned identifier. |
| Country | Match by country. |
| City | Match by city. |
| Created At | Match by the date the contact was first recorded. |
| Last Activity | Match by the date of the most recent interaction. |
| Custom Attributes | Match by any Custom Attributes configured in your workspace. |
Set the comparison operator (e.g., "Equal to", "Not equal to", "Contains") and specify the target value.
Multiple filters can be combined using AND / OR operators to construct more specific queries — for example, isolating contacts in a specific region who have been inactive for more than 90 days.
Select Submit to apply the filter. The registry updates to display only matching contacts.
Saving filters as segments
When a filter combination represents a recurring operational need, save it as a named segment for instant reuse.
- After applying one or more filters, select Save Filter at the top of the filtered results.
- Provide a descriptive name for the segment (e.g., "Enterprise accounts — Northern region" or "Inactive subscribers — Q4").
- Select Save Filter to confirm.
Saved segments appear in the left sidebar under the Contacts section. Select any segment to instantly apply its filter criteria.
Modifying or clearing filters
To adjust an active filter set, select Filter again. The filter panel reopens with the current criteria pre-populated. Modify the conditions as needed and select Submit, or clear all filters to return to the unfiltered registry view.
Grouping contacts by labels
Contacts can be tagged with Labels to support classification workflows. From the Contacts screen, use the Tagged with selector to display only contacts associated with a specific label.
This is useful for operational grouping — for example, tagging all contacts involved in a pilot program, or flagging contacts who require special handling due to regulatory requirements. For more on label management, see Labels.
Integration with other platform capabilities
Contacts interact with several other areas of the platform:
- Conversations — Every conversation is linked to a contact record. Agents see full contact context in the conversation side panel. See Conversation Lifecycle.
- Custom Attributes — Extend contact profiles with organization-specific fields such as account number, subscription tier, or service region. Custom Attributes are also available as filter criteria. See Custom Attributes.
- Automation — Contact properties can serve as conditions in automation rules — for example, automatically assigning conversations from contacts in a specific country to a regional support team. See Automation.